Gemeente Haarlem – CASE STUDY

Organisation: Gemeente Haarlem, Netherlands
Status: Ebase Customer

Haarlem is a city and municipality of 160,000 people in Nord Holland in the Netherlands.

Gemeente Haarlem adopted the platform in 2007 as part of a Channel Shift program aimed at using the Web to reduce the cost and improve the efficiency of delivering Citizen services. The focus of the project was to replace costly and error prone manual processes with a web-based system that integrated data collected by self-service electronic forms directly into Haarlem’s back-office systems.

The platform was chosen primarily for its flexibility, and the strength of its integration and workflow capabilities.


The platform has been used extensively by Haarlem over the last 10 years. Some key projects include:

  • The automation of all HR and IT starter and leaver processing, including integration with core Active Directory, HR and Helpdesk back-office systems.
  • All electronic forms deployed to The forms integrate with DigID and eHerkennning, card payment services, appointment management and are prefilled with data from various back-office systems once a user has authenticated themselves. The web site won “best city-service site” in 2014.
  • The provision of an iPad-based self-service system for people coming into the Town Hall.
  • The development of the MOR+ application that collects and manages issues relating to the Haarlem public infrastructure, e.g. damage to roads, lighting, etc. Around 20,000 issues per annum are received by phone, email and the web. The application integrates with a range of back-office systems including Haarlem’s openData platform (using StUF government standards), an organisation-wide Case management system, payment providers, appointments management, and DigID and eHerkennning.

David van Hussel, Technical Application Developer at Haarlem: “The city of Haarlem was the first to have a self-service system in place. The system uses the same electronic forms that we run on our web site and handles everything but the edge cases. Using the same forms for both the web UI and self-service system eliminates any data inconsistency and of course, means we have only one code-base to maintain.”

“ is a good choice when an app needs multiple integrations, and particularly where we can use something we’ve already developed. We use it for all public facing applications. Things we especially like: the development speed, the depth of integration, and the Ebase support team who are always willing to think along with whatever issues we’re trying to solve.”

“Looking ahead, we’re expanding our team and are very interested in the cost savings that a move to the cloud could bring”.

Constance Vanderputt
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